Home > Corporate > News Release > News Release Detail


ServiceCall Center ServiceDigital Marketing Service

transcosmos Begins Offering “Omni-channel Support Service” Utilizing Smartphones

transcosmos Provides The First Service in the Industry to Simultaneously Achieve End User Convenience and Contact Center Efficiency with the Combination of “Oracle Service Cloud” and INTEC’s “Call Crayon” Customer Contact Enhancement Solution

July 1, 2014

transcosmos inc.

As one of the initiatives of the Omni-channel services announced on June 30, 2014, transcosmos inc. will begin offering “Omni-channel Support Service” at the end of July. This service implements the “Call Crayon” customer contact enhancement solution of INTEC Inc. (Headquarters: Toyama City, Toyama Prefecture; President and CEO: Koju Takizawa; hereafter, INTEC) with the “Oracle Service Cloud” cloud solution of Oracle Corporation Japan (Headquarters: Minato-ku, Tokyo; President and CEO: Hiroshige Sugihara; hereafter, Oracle Japan), which provides cross-channel customer support.

By making use of the “Omni-channel Support Service,” an end user can take advantage of support websites such as FAQs right from their smartphone, and when this does not resolve their issue, they can make an inquiry directly to the contact center by simply tapping the button that is displayed on the screen. Simultaneously, the page information that was being browsed is automatically transmitted to the communicator, enabling a quicker and effective resolution to the issue.

In addition, by combining this service with the research and analysis service of transcosmos, effective analysis of the logs accumulated through calls and Web will become possible, naturally, promoting an effective utilization for the marketing activities of the client.
transcosmos, Oracle Japan and INTEC will deepen their cooperative relationship in this area with the aim of further developing omni-channel support.

Illustration of the Omni-channel Support Service

Illustration of the Omni-channel Support Service

About Oracle Service Cloud

This is a cross-channel cloud application that delivers the necessary functions for providing customer support through a variety of devices and channels including telephone, e-mail, Web and chats. By centrally managing knowledge from customer inquiries and providing that knowledge via the Web, contact centers and social media, the self-resolution rate of customers is increased and improved customer satisfaction and reduced customer support costs are achieved at the same time.

About Call Crayon

This is a customer contact enhancement solution that is jointly provided by INTEC and TIS Inc. of the IT Holdings Group. The service creates new business value by effectively tying together transaction information obtained from the Web and telephone, such as each “Web browsing URL,” “parameter,” “time of origin” and “call duration,” and then utilizing this associated information with a unique technology called PhoneCookie®.

Related Services

* Oracle and Java are registered trademarks of Oracle and/or its affiliates. Other names may be trademarks of their respective owners.
* transcosmos is a registered trade name or trademark of transcosmos inc. in Japan and other countries.
* Other company names and product or service names mentioned are registered trade names or trademarks of various other companies.

About transcosmos inc.

transcosmos launched operations in 1966. Since then it has combined superior “human resources” with the most up-to-date “technological” capabilities to enhance the competitive strength of its corporate clients by providing them with high value added and superior services. It provides overall IT outsourcing services such as Call Center Services, Business Process Outsourcing Services, and Digital Marketing Services either as standalone solution or as combined services to its corporate clients to optimize their marketing efficiencies, to expand sales and gain new customers in E-Commerce business, and to improve operational efficiency and reduce clients operational cost for back office and information system operations. Further, these services have been expanded beyond Japan, globally, centered in Asia.
transcosmos aims to be the “Global IT Partner” of its corporate clients to provide them with high quality outsourcing services on a global scale.

Inquiries from the media should be forwarded to

transcosmos inc. Public Relations & Advertising Department
Mail: pressroom@trans-cosmos.co.jp

Return to top